Dealing WIth Difficult People

The chances are that whatever goes on in your professional or personal life, sooner or later you will come across difficult people.

If you work closely with, or come across, people who display difficult behaviour on a regular basis (perhaps in a customer services role), you will already be aware of the adverse impact these interactions can have on your confidence, performance and happiness.

We’ll provide you with a range of skills, techniques and strategies to deal with difficult behaviour in a variety of contexts. You’ll learn how to quickly and effectively establish rapport, use powerful non-verbal body language – and more – in order learn how to handle bullies and a range of aggressive and other difficult personalities.

By the end of this one-day course, you will be able to respond confidently and assertively, provide high-quality feedback, defuse difficult situations and gain commitment – whilst maintaining healthy working relationships and building credibility and trust. Make a commitment to significantly enhance your confidence, happiness and poise with this course.

“Anyone who interfaces with people should attend this course. It improves self-awareness, helps recognise the effects of your behaviour on others and provides practical tools and techniques to manage difficult situations. The most beneficial and stimulating course I have attended in a long time!”
Jane Bonehill – DenMed Training


Dealing With Difficult People (1 Day)


Overview

Our 1-day course on Dealing with Difficult People provides a variety of strategies, skills and techniques to enable you to enable you deal effectively with a range of difficult personalities and behaviours. Delegates will learn to recognise the various tactics used by manipulators, passive-aggressors and users of covert aggression so they are able to deal with them swiftly and successfully. Participants will also learn how to defuse difficult situations, disarm difficult people, find common ground, build credibility and trust.

Objectives

Upon successful completion of this course, delegates will be able to:

  • Recognise a wide variety of difficult personality types,
  • Understand the different approaches that difficult people such as manipulators, passive-agressors and users of covert aggression use and how to deal with them effectively,
  • Use a variety of approaches to defuse difficult situations and disarm difficult people,
  • Learn how to find common ground and create win-win scenarios to enhance cooperation and gain commitment,
  • Learn how to deal effectively with complaints, temper tantrums, negativity and personal attacks,
  • Adopt a variety of approaches that immediately neutralises difficult behaviour,
  • Improve the performance of employees, team members and managers.



Target Audience

The target audience for this course includes HR Managers, Mediators, Project Managers, Team Leaders, Supervisors, Line Managers, Change Agents and anyone who wants to learn how to deal effectively and efficiently with all kinds of difficult people.

Course Content


Course content includes:

  • An Introduction to Dealing with Difficult People,
  • Types of Difficult People and How to Recognise Them,
  • Dealing with Aggression and Manipulation,
  • Techniques and Approaches for Handling Bullies,
  • Strategies for Disarming Difficult People,
  • Defusing Difficult Situations,
  • Finding Common Ground and Gaining Commitment,
  • Strategies for Neutralising Difficult Behaviour,
  • Bringing It All Together.


Cost and Location


Attendance on this 1-day course is available at a cost of £310 + Vat (inc. all materials, lunch and refreshments).

The course is available at one of our luxurious training premises across the UK …

Booths Hall, Knutsford, Cheshire – An 18th Century manor house set in 220 acres in the heart of the Cheshire countryside – within easy reach of Manchester, Liverpool, Warrington, Preston, Stoke-on-Trent, Stafford, Birmingham, Wrexham and Chester and the counties of Cheshire, Greater Manchester, Lancashire, Merseyside Staffordshire, Shropshire, West Midlands and Flintshire. Delegates will be able to enjoy the beautiful parkland, woodland walks along with the extensive sporting facilities available.

Carlton House, Westminster, London – This stylish and comfortable venue has been extensively modernised whilst retaining its period character and boasts high quality, comprehensively equipped training rooms ideally suited for the delivery of the company’s growing range of business and personal development focused training courses. Although situated in a desirable, easily accessed location close to Pall Mall, traffic noise is minimal and delegates can experience a sense of comparative tranquility whilst engaging in their learning.



Course Prerequisites



There are no prerequisites for this course.


How to Book


You may book online immediately here to secure your place, or call us on 01565 759893.

View our payment terms and conditions here.

How to deal with difficult people

It's an unfortunate fact of life that, if you work around people long enough, sooner or later you'll have to deal with some difficult ones. This is truer still if you work in a customer-facing role, so you probably already know how tricky dealing with difficult people can be. It's important that you know how to cope with such situations but learning how to deal with difficult people is no easy task, and unless you've got the skills to manage it you're going to find your job harder than it needs to be. That's why dealing effectively with difficult people training should always be considered.

How to deal with difficult people

Dealing with difficult customers on a regular basis can be a huge knock to your confidence, and it easily has the potential to affect your performance at work and your overall level of happiness. But, dealing with difficult customers is unfortunately part of the job and you're bound to come across such behaviour at one time or another, but if you have the knowledge and skills in place you'll find that dealing with difficult people becomes far easier.

You could always try to go it alone, but a far better idea would be to enrol on dealing effectively with difficult people training. Doing so will teach you the skills of dealing with difficult people in a calm and effective manner, hopefully leaving you with the upper hand so you can placate them quickly and easily. It won't stop the occurrence of difficult behaviour (you can't control other people and their reactions, of course) but it will teach you how to deal with difficult people so they're much easier to cope with when such situations arise.

What you'll learn through dealing effectively with difficult people training

When you embark on dealing effectively with difficult people training you'll learn all the skills necessary to cope with difficult behaviour in a whole range of contexts, all of which will make dealing with difficult people far easier. You'll be taught how to establish rapport, what body language to employ, how to be assertive, how to diffuse situations and a range of other skills that will show you how to deal with difficult people.

The skills you'll learn on dealing with difficult customers courses can be invaluable in your working life but can easily be transferred to all other areas of life as well, because as we all know, you don't just come across difficult people in the workplace. Dealing with difficult customers (and people) on a daily basis will become far easier, and once you've learnt the skills of dealing with difficult people you'll find that you become a lot more confident in the process.

Dealing effectively with difficult people training from Watt Works

When you come to us here at Watt Works you can be confident in getting quality training. Our one day course will equip you with all the skills necessary to find dealing with difficult customers much easier, because when you know how to deal with difficult people it isn't such a worry.

With our training you'll soon learn how to deal with difficult people and will find that dealing with difficult customers can in fact be easier than you think, because with the right skills you'll be in control of the situation. You'll have better working relationships as a result and dealing with difficult people won't be such a concern, so come to us for dealing effectively with difficult people training and you'll soon notice the difference.

WANT TO KNOW MORE?

For more information on any of our training services call us on +44 (0) 1565 759 893

All of our training services are designed to provide world-class experiences in learning and development.


We place extra emphasis on ensuring that participants on our courses have a superior learning experience that they are able to fully integrate in their personal and professional lives.


We provide pre-course preparation material, as well as a series of weekly and monthly follow ups and quizzes to ensure you make the most of your time with us.


All our courses are available via our open programme, or can be tailored extensivley to suit the needs of your organisation via in-house delivery.


Book a place on one of our open programme courses today...
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““Don't take the wrong side of an argument just because your opponent has taken the right side.””
Baltasar GracianSpanish Writer

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Watt Works Consulting Ltd Booths Hall, Chelford Road, Knutsford, Cheshire, WA16 8GS, England, United Kingdom T +44 (0)1565 759 893